Manchester City Council Role Profile

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1 Manchester City Council Role Profile Technical Operations Manager, Grade 10 ICT Service, Chief Executives Directorate Reports to: Head of Service Delivery Key Role Descriptors: The role-holder will lead teams providing IT Operations and Infrastructure support for all IT activities in support of MCC and its partner organisations. The role-holder will work with the Head of Service Delivery to develop and implement an IT Operational Support Strategy for the organisation. The role-holder will be the Lead on Operational Support across the organistation and act as an escalation point for other operational managers and team leads. The role-holder will be responsible for contract and supplier management associated with a number of operating systems and support contracts. The role-holder will manage revenue budgets for the various service/support contracts and areas for which they are responsible. Key Role Accountabilities: They will lead operational management of MCC s core IT infrastructure platforms (Including and other communication), networks, database support and operational security. Implement ITIL service management best practice across the ICT Service, contributing to service transformation and continuous service improvement. Develop and implement designs and roadmaps for service Operational and service improvements. Regularly engage with service users at all levels across MCC to ensure service provision continues to meet their requirements both tactically and strategically. Own the responsibility for maximising service availability and be a point of escalation to resolve service affecting issues to ensure prompt resolution to meet SLA.

2 Responsible for service improvement which will be achieved by development and maintenance of one or more Continual Service Improvement Plans. Undertake the regular appraisal and review of supplier performance, working collaboratively with suppliers to improve where delivery is not to required standards. Ensure all operational teams work within ITiL processes and other It processes. Ensure consistency of the support across ICT. Assist in the identification new ways to support MCC business leads through technology. Work with the teams to coordinate necessary activities to gather information required for decision making on purchasing, redesigning or implementing new service. Effectively co-ordinate the development and implementation of ICT support services within their specific area to meet customer needs. Provide leadership and guidance to operational managers to deliver cost effective, efficient, reliable and resilient services to MCC. Take proactive steps to ensure all key processes for the team are documented and owned, and continually seek to improve processes and the skill / knowledge base of the service. Manage and maintain the ICT estate to ensure up to date and appropriate recording of all assets and systems configuration items is provided in line with the configuration management process. Ensure compliance for the implementation of hardware and software to agreed technical standards. May be required to work on a rota basis as required to meet customer demand, which may include some out of hours, on-call manager duties. Responsible for the effective management of teams and the quality assurance of work within them, in line with the appropriate frameworks including appraisals, training, development and performance management. Effectively manage budgets in line with the Council s Financial Regulations and Standing Orders.

3 Contribute to the ICT Service business plan for their specific areas of responsibility. Work collaboratively across directorates and partners in order to achieve quality partnerships with stakeholders such as internal and external customers, service managers and external agencies & organisations to achieve the objectives of the ICT Service. Show a personal commitment to continuous self development and service improvement. Through personal example, open commitment and clear action, ensure diversity is positively valued, resulting in equal access and treatment in employment, service delivery and communications. Where the roleholder is disabled every effort will be made to supply all necessary aids, adaptations or equipment to allow them to carry out all the duties of the role. If, however, a certain task proves to be unachievable, job redesign will be given full consideration.

4 Technical Operations Manager Key Competencies and Technical Requirements Behavioural Competencies Leadership & Management: The behaviours and actions of our managers define how we work and what we achieve. Change: Improving services and making the most of resources. Delivery: Delivery of high quality services is an essential part of what we do. Pride in Manchester: Demonstrating pride in our city. Influence: Effective relationships give the best results. Generic Skills Communication Skills - Ability to communicate in an articulate manner, expressing opinions, communicating key points of an argument clearly, makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility. Analytical Skills - Skills to analyse a wide range of data and other sources of information to break them down into component parts, patterns and relationships; probes for further understanding of problems and risks and makes rational judgements from the available information and analysis demonstrating and understanding of how one issue may be part of a much larger system/issue. Planning and Organising - Sets clearly defined objectives, plans activities and projects well in advance and takes account of risks and changing circumstances; identifies and organises resources and manages time effectively monitoring performance against milestones and deadlines. Project Management & Change Management - Proven ability in developing a project schedule that clearly defines the project timeline required to achieve the required outcomes. Skills to identify and monitor complex interdependencies, identifying and managing the critical path and utilising the schedule in budget forecasting and planning future resource requirements Problem Solving and Decision Making - Strong decision making skills with the ability to analyse risks and resolve complex issues in a pressurised environment. ICT Skills - Skills to coordinate ICT resources to meet business objectives and create value for the stakeholders by improving the performance of ICT functions, whilst maintaining professional standards and clarity of purpose. Financial Management - Resource and financial management skills to develop effective planning, financial management and reporting frameworks. Manage allocated resources effectively, delivering business performance and value for money.

5 Technical requirements (Role Specific) Technical qualification/experience in either Server, Network, Database or Security Contract Management/3 rd Party Support experience experience. ITIL Service Management Practitioner. Experience in Project manger preferably Prince2 Practitioner or equivalent Project Management qualification Degree or appropriate equivalent experience Significant knowledge of the relevant legislative framework and professional standards both within the ICT industry. Extensive experience of leading an infrastructure support teams.

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